Overview
Excellent Service Desk support is vital to ensure a company consistently delivers the required IT service levels. The responsibilities of the support analyst are many and constantly evolving, requiring a diverse skill set to meet the challenging demands of the role.
This three-day, interactive training course provides IT service and support analysts with the skills, tools, and confidence to deliver exceptional service. The course covers communication skills, problem-solving, service level management, support technologies, and service desk operations. It is based on SDI™'s professional standards and prepares delegates for the Service Desk Analyst (SDA) certification.
Prerequisites
There are no formal prerequisites for this course.
Target audience
This course is designed for 1st line IT support, helpdesk/service desk professionals, and support analysts with at least nine months of experience in an IT service and support environment.
Learning Outcomes
By the end of the course, delegates will be able to:
- Understand the key roles and responsibilities of a professional Service Desk Analyst
- Apply effective communication and customer service skills in a variety of support situations
- Use problem-solving techniques and critical thinking to manage incidents effectively
- Demonstrate emotional resilience and manage challenging customer interactions
- Apply ITSM processes and quality assurance principles to the Service Desk environment
- Use appropriate tools, technologies, and support methods including remote support and self-service
- Understand the use and implications of AI and automation in the support environment
Course Outline
Roles and responsibilities
- The role and responsibilities of a Service Desk Analyst
- Attributes, skills, and knowledge required for success
- Relationship management and customer satisfaction
Effective communication
- Principles of verbal, non-verbal, and written communication
- Active listening
- Influence of attitude and approach
Customer service skills and competencies
- Questioning and listening skills
- Conflict management and emotional intelligence
- Stress awareness and resilience
The service desk environment
- Motivation and ethics
- Teamwork and collaboration
Process management
- Role of the Service Desk in ITSM practices
- Incident, problem, change, escalation, and asset management
Managing, meeting, and maintaining service levels
- Service Level Agreements (SLAs)
- Metrics and performance objectives
- Customer satisfaction measurement
Problem solving
- Creative problem solving and critical thinking
- Inductive and deductive reasoning
Tools and technologies used in customer support
- Support tools and terminology
- Self-service and automation
- Use of AI in the service environment
Exams and assessments
The exam is delivered remotely by PeopleCert via online proctoring. Delegates are required to:
- Book their exam using a voucher provided by QA
- Sit a 60-minute closed-book exam comprising 60 multiple-choice questions
- Achieve a minimum of 65% to pass
Please note: PeopleCert Global Best Practice certifications must be renewed every three years.
Hands-on learning
This course includes live instructor-led sessions and interactive activities. Delegates will:
- Participate in scenario-based discussions and exercises
- Apply communication, problem-solving, and process management techniques in practice
- Use real-world examples to build confidence and reinforce learning
Why choose QA
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course.
Once you have purchased the Online course and have completed your registration, you will receive the necessary details to enable you to immediately access it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.